Team Leader, Contact Centre

☞ Carnival Cruise Line

View: 103

Update day: 07-05-2024

Location: Southampton South East

Category: Restaurant / Hotel / Tourism

Industry: Hotel Travel Accommodation

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Job content

Job Description

Despite the current pause in our operations, Carnival UK has big plans for the future! As a world-leading cruise company, our people are our world.

We have an exciting opportunity for a Team Leader to join the Contact Centre on a permanent basis.

The Role

In this role you will lead, manage, engage and develop a team of telephony advisors who provide front line sales and support to our guests or travel agent partners.

You will be key in supporting the delivery of the company key performance targets and the Contact Centre Operation (CCO) guest experience strategy by working collaboratively with other Team Leaders and wider Contact Centre teams to manage workloads within department service levels, ensure advisors are working to schedule, deliver financial targets and provide an exceptional guest experience.

You will also undertake regular call monitoring to ensure the quality meets ours high standards and processes and being followed which enhances the guest experience in line with our brand values. You will provide effective coaching to advisors based on areas of development following Quality Monitoring.

About You

This is a busy and varied role which requires you to have excellent communication skills as well as prior experience in a leadership or management role. You will also have recent experience of working in a customer service team and proven success with handling escalations. You will have the ability to support, motivate and coach others alongside being able to problem solve in a proactive manner.

This role has been levelled at CUK10

To view the full job description, click here

About Us

Carnival UK is the operating company for P&O Cruises & Cunard. We provide world class cruise holidays and take enormous pride from bringing to life two of the most iconic brands from Britain’s rich seafaring heritage. That legacy of elegance and style, of beautiful ships, inspiring leadership and guest-obsessed service excellence lives on today, as we evolve ourselves for tomorrow.

Working at Carnival UK means being part of a tight-knit but truly global team made up of friendly, happy, caring people. Parts of our business are incredibly diverse, but we work hard every day to promote even greater inclusion, fresh ideas and different perspectives. Whatever our role or background, we share high standards, heartfelt values and a sense of belonging. We’re focused on wellbeing every day, as well as being supportive and compassionate when we need it most. We stand by our Culture Essentials which help us live out our shared commitments across the globe and include our commitment to Speak Up, Respect and Protect, Improve, Communicate, Listen & Learn and Empower.

As a growing business we have a big focus on developing skills and continuous learning. From formal qualification to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities. All of our roles give people the chance to stretch themselves and learn from colleagues with a wealth of experience. As our business grows, we want our people to grow too. So we’re determined to create opportunities for everyone to drive their development and define their own career path.

About the Team

As part of our Shared Service function, the Contact Centre Operation is the heart of what we do. With over 250 employees in Carnival House, we are the cornerstone of P&O Cruises and Cunard. Our roles include; Personal Cruise Advisor, Flights Advisor, Guest Services Coordinator and Guest Relations Representative. It is often the first place where our guests contact us, so high levels of service are really important. There are also a variety of support roles working alongside our Contact Centre telephony teams including; Service Development, Resource Planning & Performance and Communications.

Join us on our journey - apply now.

#CUK#
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Deadline: 21-06-2024

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